CRM Functional Consultant

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Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

Job Purpose

The Microsoft Dynamics 365 Functional Consultant is responsible for the functional integrity, configuration quality, and sustainable evolution of the Dynamics 365 platform within Sanlam. Reporting to the Delivery Manager, this role ensures that business requirements are realised through standard Dynamics 365 capabilities first, with customisation introduced only where there are clear value and technical justification. They will also gather and document technical requirements for developers, support impact analysis for new features, and ensure ongoing platform evolution aligned with Microsoft’s release cycle.

At Sanlam we position this role at the intersection of business analysis, functional design, and application configuration. Working in close partnership with the Product Owner, Technical Lead, and QA Lead, the Functional Consultant acts as the platform steward, translating business intent into scalable, supportable, and upgrade s afe Dynamics 365 solutions aligned to Microsoft best practices and release cycles.

Role Requirements:

Output/Core Tasks:

Dynamics 365 Functional Design & Configuration (Primary Accountability)

• Own the functional design and configuration of the Microsoft Dynamics 365 platform, including entities, forms, views, business rules, workflows, SLAs/KPIs, queues, case management, and security roles.
• Translate business requirements and “asis” processes into optimised “tobe” Dynamics 365 configurations, prioritising standard, out-of-the-box capabilities.
• Design solutions that maximize outofthebox (OOB) capabilities and ensure customisations are minimal, scalable, and maintainable in collaboration with the Technical Lead and Solution Architects.
• Ensure all configuration choices are scalable, maintainable, and upgrade-safe, avoiding unnecessary customisation and technical debt.
• Act as the authoritative source for how Dynamics 365 is configured and intended to behave.

Functional Analysis & Specification

• Lead functional discovery and design workshops with business stakeholders, Product Owners, and delivery teams.
• Translate business needs into Dynamics specific functional designs and specifications, including:
• o functional behaviour
• o acceptance criteria
• o data and entity modelling
• o integration and interface requirements
• Gather and document technical requirements for developers, ensuring clarity of intent without directing code implementation. Perform impact analysis for new features, configuration changes, dependencies, and Microsoft release wave updates.
• Maintain high-quality, auditable functional documentation that supports delivery, testing, and regulatory assurance.

Delivery Collaboration & Execution (Peer Model)

• Report to the Delivery Manager and operate as a peer to the Technical Lead and QA Lead within the delivery team.
• Support sprint planning, backlog refinement, and delivery execution by ensuring configuration readiness and functional clarity.
• Collaborate with developers to validate feasibility and correctness of solutions, without owning or directing custom code.
• Partner with QA to ensure test scenarios, acceptance criteria, SIT, and UAT coverage accurately reflect configured Dynamics behaviour.
• Support release readiness by confirming functional completeness and alignment to agreed business outcomes

Platform Stewardship, Alignment and Continuous Improvement

• Own the functional integrity and sustainable use of the Dynamics 365 platform within SLS, ensuring consistent, correct, and upgrade‑safe…